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Realistic Fitness (formerly Family 24 Fitness) is a full service fitness center. The center offers personalized fitness and wellness programs for all ages. All adult memberships include 24 hour access to the facility for convenience.
This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Realistic Fitness include:
- Length of time business has been operating
Factors that raised the rating for Realistic Fitness include:
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||26|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Jamie Graham , General Manager Ms. Paula Camire, Managing Member
Number of Employees
FITNESS CENTERS HEALTH & WELLNESS EXERCISE & PHYSICAL FITNESS PROGRAMS INDOOR FITNESS HEALTH & FITNESS PROGRAM CONSULTANTS HEALTH CLUBS & GYMNASIUMS GYMNASIUMS Fitness and Recreational Sports Centers (NAICS: 713940)
Products & Services
Realistic Fitness offers the following product(s): 24 Hour Fitness Center Access, Professional Personal Training
Hours of Operation
|24 hours a day, 7 days a week|
Method(s) of PaymentMasterCard
Automatic Bank Withdrawal
Service AreaRealistic Fitness provides their services in MAINE.
Industry TipsHealth Clubs Health Clubs - 5 Tips - Video
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
THIS LOCATION IS NOT BBB ACCREDITED
442 Us Route 1 Ste 3
Scarborough, ME 04074 (207) 730-7204 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Complaint is on the service of Family 24 Fitness. I became a member on 1/14/14 where I paid $50.fee and $19.99 first months dues. We set up autopsy where the company took autopsy from my account. On 3/7/14 I received a call from a representative from Family 24 Fitness who stated that they attempted the autopsy and it did not go through. She asked if card was part of Target compromise and I advised yes. She asked for new number and I did not have card with me. At that point she stated that if I did not take care of by 3/11/14 I would be reported to credit bureau. I could not believe that she would threaten my credit. I proceeded to advise I wanted to end my membership based on her threat and she stated that I still needed to pay for March and come on and sign cancellation. I asked since I did not become a member until 1/14/14 and her call was 3/7/14 why would I need to pay since it had not been a full 2 months. She stated that I had to pay or again the threat with the "credit bureau". I went to the gym on 3/8/14 and paid as indicated as to not have them impact my credit. Unfortunately the compromise was not my fault and from a service perspective this company could have handled differently.
Desired Settlement: Feel company should be accountable for damaging of individuals credit when the above circumstances apply and that they should be looking at here billing practices as a monthly fee should be for a month period.
Business Response: We were not sure why this person was upset by a courtesy call that we provided to save her money and hassle. We believe this member misunderstood the purpose and intent of our call. When a member defaults on their dues, our member management company will automatically take over the retrieval of the past due amount plus fees, after a short period of time. But we understand that many cards were compromised in the Target breach. So as a courtesy, we contacted all delinquent account holders to remind them to update their information and bring any defaulted account current at no additional cost to our members. We tried to explain this in our courtesy calls. Despite the fact that our membership agreement states that all late payments will be charged a late fee to cover the additional administrative costs of recovering past due payment(s), we allowed a grace period and calls were made to help them avoid the additional $20 late penalty fee that becomes mandatory once our member management company takes over delinquent accounts. We do not threaten to report any member to a credit bureau, as we have no direct affiliation with any credit reporting agency. Our courtesy call is simply to ask each member to update their billing information and bring their membership dues current as per the membership agreement. When this member opted to cancel her membership because of the call, as a courtesy to her, we contacted our member management company and also requested to have them waive the required 30 day notice policy, which is agreed to at the inception of membership privileges, thereby saving her an additional $20. We continue to offer our members a low cost option for their fitness, with the most lenient cancellation policy in the industry. We spend time and money to contact our valued members when their accounts are in default before they are assessed penalty fees. We do not know of any other fitness facility that offers that level of service anywhere in the industry.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
Problems with Product/Service
Read Complaint Details
Complaint: I was sent an email from the general manager stating that my membership was terminated immediately stating that I violated policy. I asked to see the policies of the establishment however they were never provided to me. He never called or emailed me to discuss the issue prior the email that said my membership is cancelled. I also had to pay for a full month of the gym which I was no longer able to use. I would think twice before joining this gym because your membership can be terminated at any time and you could be stuck paying for a service that you can no longer use. Well I guess only if you break their policies which are NOT posted on their webpage or in their facility so this makes it difficult to know if you are in compliance or not. This is the absolute worst customer service I have ever received from a business.
Unfortunately, this member violated policies on many occasions and management finally had to make the difficult decision to let her go as a member. This member verbally mistreated an employee in front of other employees and members when asked not to leave her belongings on the floor at the front of the club long before the one mentioned below. We do provide free lockers for our members and have several signs posted in our facility regarding this policy. Her behavior during this was overlooked by management and the member was allowed to continue her membership for some time until it came to our attention that this member was sneaking a small child into the gym during non-staffed hours putting the child and other members at risk. It is a strict policy that children are not permitted in the fitness area with treadmills and weights for their own safety and the safety of other members. This member was informed of our policy by staff on at least 2 occasions before we had to take action. After several chances to comply and after checking the videos (we have 24 hour surveillance for off-staff hours), we confirmed that this violation of our policy had happened on many occasions beyond just the three we already knew about. Three employees and a few other members also confirmed that they had seen her child in the facility with her. Our safety policy regarding children is posted in the facility on the door of the Kid’s Club that we provide on three days and four nights a week for members with children.
We refunded her the unused portion of the month that she had already paid for in the amount of $5.25 and mailed documentation to her showing that the refund was issued. We had to make a very difficult decision for the safety of everyone. Had she complied with the original requests and utilized the Kid’s Club like the other parents, we would not have had to take this action.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
When the employee spoke to be me about having my child there she stated that he could not be on the equipment and that he could sit at the table and chairs in the corner. I asked my child to sit in the corner and that is what he did. She never stated that he could not be in there. I have never seen a policy on the door nor did she reference the policy on the door to me when she spoke to me. The General Manager never called or emailed me to discuss the issue with me he just sent me an email stating that my membership was revoked. If the manager did his job properly he should have contacted me to discuss the issue. I actually called the manager to discuss the issue and I was very rudely dismissed on the phone.
In response to this person's assessment:
In response to moving her personal items; on the day in question, the General Manager entered the club and found several members had left belongings by the door of the club. In an effort to keep the club tidy and organized for everyone to enjoy, we do ask that members place their personal items in the locker rooms provided. Considering there were many members in the club and being unable to tell who owned the items, the Manager decided to bring the belongings to the safety of the administrative offices (a much safer location than beside the exit) so as not to interrupt the members during their workouts. Being in plain sight and wearing his Family 24 Fitness hat and jacket, the intention was to politely ask the members to use the lockers provided for their personal belongings. Before taking several steps, this woman approached the manager with a raised voice in a very confrontational manner. He patiently asked her to calm down as he tried to explain who he was and what his intention had been, but this woman would not allow him to speak as she yelled at him. There were other members in the club who were shocked by the woman’s reaction, politely asked for their belongings at the conclusion of their workouts and agreed to use the lockers from that point on. The Manager thanked them and thought nothing else of the incident with the upset woman.
Family 24 Fitness provides free locker service to all of our members. In an effort to keep our membership at a reasonable cost for everyone, we do ask that members bring their own lock with them to secure their belongings (locks are sold for $5 at ******* ****** Co in the same building) and take their things with them when they leave so that all of our members have an opportunity to use a locker. As a courtesy, we do offer several boot trays at the entrance for boot storage if members choose to do so. It is not a requirement that members change their shoes at the door. We appreciate the many members who opt to leave their wet footwear in the boot trays, so as not to track snow and mud into the gym during inclement weather. We have a great group of members and have never had any reports of stolen items in over a year of business.
We strive every day to provide the best customer service that we can. We offer affordable rates with no contract required, provide free lockers and have a Kid’s Club designed to encourage a healthy lifestyle. Our staff is knowledgeable and friendly. We make every effort to treat all of our members and guests with the utmost respect but unfortunately there are people who feel that the rules put forth for everyone should not apply to them. A business that caters to the general public must make decisions for the better good of the patrons that use the service and often the people that break the rules are the same ones that wish to publicly disparage the company that would not give in to unreasonable demands and unacceptable behavior. We have refunded her unused membership in the amount of $5.25, but we can’t allow this member to put other members at risk by continuing to allow a small child on gym equipment. We wish her the best and hope that she finds what she’s looking for in a fitness center.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.
Problems with Product/Service
Read Complaint Details
Complaint: On February 6, 2012, I sent this business a detailed letter asking for a refund on my membership and an administration fee that I had paid. I also submitted my gym card, and told them I was resigning my gym membership, effective immediately. To date, I have not had a response (phone call or letter) from the business.The background for the complaint strecthes over a couple of incidents.First, they charged me a 20.00 yearly adminitsrative fee (which was fine, I had agreed to pay it), along with a $15.99 monthly membership fee (again, this was fine, I agreed to pay it). However, a few days after they charged me the first administrative fee, they debited out of my account a second administrative fee. When I called to inquire why there was a second fee charged, they admitted it was an error. However, I was told it would take up to 10 business days to credit the money back into my account. I told them it was a long time, and they said there was nothing they could do about it. The money was debited back into my account before the 10 business days had passed.I was willing to overlook this, as I understood that they were a new business and still rpobably working out some issues. However, I was supposed to have access to this gym 24/7. It was only staffed for a limited number of hours, but there was a card swipe on the outside locked door that would allow me access. I arrived at Family 24 Fitness on Sunday, 2/6/12 at approximately 9:50 in the morning. There were a couple of other members in the parking lot attempting to swipe their cards so they could work out. I tried my card as well, and was not able to unlock the door. I then tried the phone number on the back of the card to try to get help, but it just rang and said it had a mailbox that was not yet set up. I left, unable to workout.I called the business on Monday morning and spoke to one of the owners. She said they were having trouble with the reader, but was unwilling to provide me with a phone number should it happen again.
Desired Settlement: I would like the $20.00 adminitsrative fee and $15.99 membership refunded. I was only able to use the gym once.
It is obvious that this business will not return my money, but I am not going to spend any more time with this other than my response as follows. Also, I would like it noted on file that it was not resolved to my satisfaction.
First, if they had reponded to my letter sent directly to them, I would not have filed a complaint with the Better Business Bureau. What they said here could have been sent directly to me prior to filing the complaint. So I do not see how they value customer service.
Second, I never demanded a personal cell phone number. What I had asked after being locked out of the facility was for a number to call should it happen again. First I was told they would leave the gym unlocked, which I did not feel was safe. I had asked for a number (thinking property manager or something), not a personal cell phone, for further issues. The response was a refusal to give a personal cell phone.
Third, once you double bill and then deny access to something members have paid to have access 24 hours, you have voided the contract first and should not be billing. In otherwords, they said they "waived" the second 30 day fee, but I do not feel they did.
Lastly, I only used their facility once with all of these issues and problems, so with their failing to agree to return my money, I paid $36.00 to use the gym once. Expensive, but at least it won't happen again.
We are disappointed that this member was not satisfied with the concessions that we made to her. Our memberships are only $19.99 or less (hers was $15), but we don’t feel it is fair to our paying members that are enjoying the club if someone decides not to use the facility during the month to demand that they be refunded. She joined on 1/19/12 and we did not receive the cancellation notice from her until 2/10/12. We allowed her access for the full month that she paid for and did not hold her to our 30 day policy, cancelling her membership promptly.
I did not want an on-going correspondence with this business. What I wanted was a response to my request that they refund my money as they double charged me an administrative fee (which was refunded 5 days later) and I was unable to workout at their facility on a Sunday at 10:00 in the morning (I was locked out--acess was 24/7). When they did not respond to my written request for a refund, I filed this complaint.
I was not happy with the response I received to either of these issues. As far as I am concerned, they were at fault and that was the reason I cancelled the membership and requested a refund. When they are at fault, their 30 day cancellation does not apply.
They have refused to refund my money. I hope my complaint has either made them aware they need to be more customer service oriented, or someone else does not have the same experience.
The refusal just re-enforces my decision to leave that gym. I am happy to move on, and happy to have found a gym that I have not been locked out of.
If they apply for membership with the Better Business Bureau, this complaint should just remain on file as it was not satisfactorially resolved. Thank you.